605 ch 12

What should the end of the call entail

Before ending the call make sure the person is ready to end the call If running out of time make sure you let the person aware Thank the person you are speaking with and end with a pleason wish such as have a good afternoon

What is a business plan

A formal written document that outlines an organization plan for a new product for which it will seek funding or a plan for a new business

What are listserv

Create, manage, and control electronic mailing list of recipients who share an interest in a certain topic

How can paralanguage be put into emails

Using all caps Using emoticons

What abbreviation do you use when you don't know if a women is single or married

Ms

What is the format of business letter

Opening paragraph stating the reason if the letter One or more middle paragraphs containing the body of the message Closing paragraph that makes a request, or inidicates follow up or correspondence is necessary Closing statement such as sincerily

What is a business letter usually typed on

Organizational letter head

What does a business plan include

Organizations strengths Weakness Opportunities Threats Internal/external environment Description of potiental customers Thorough and specific description of the product to be developed or the new business

what does body posture signal

-sitting up right signals interest -Slouching signals boredom -Crossing the arms can communicate resistance -Relaxing the arms and leaning forward communicate openness to discussion

What are some problems of emailing and texting

-wanting immediate response - abbreviated and informal content can be problematic in the work place

How many pages are business memos

1

What is business letters

A common form of written business communication primarily intended for external audiences to communicate specific and concrete information

What is business memos

A common form of written business communication primarily intended for internal audiences to communicate specific and concreate information

Is a business letter or memo used to communicate with people outside of the organization

Business letter

What is Netiquette

Guidelines for effective and polite use of web-based communication such as email, listserv mailing list, and electronic bulletin boards and forums

What can text messages in the business environment be useful for

Short and concise information such as confirming and appointment time or adress

What is emoticons

Synbils or combinations of punctuations used to indicate an emotion

What is paralanguage

The nonverbal elements of communication used to modify meaning and convey emotion

What is paralinguistic

The study of nonverbal elements of communication including kinesics

What is Proxemics

The study of space, including use of personal space during communication

What is the purpose of the memo

To inform one or more person whom the organization about something specific without a lot of detail

Where is the location of the adress of both the sender and their person to who the letter is addressed

Top of the letter just below the date

T/F business letter are typically a little more detailed then memos

True

______ allows managers to meet their colleagues online in real time over long distances

Web conferencing

What level of communication do managers mostly focus on

action

What are the proxemics of the US culture during conversation

arm length

What is Kinesics

body language

What should the middle of a telephone conversation include

clearly establish the reason for the call and the objectives you wish to receive

What are the 2 ways decisions can be made through

consensus or voting

Why would lower volume be used

draw someone into a communication

What does louder volume communicate

emotions such as anger and may used to gain or keep someone's attention

_______ a word can change the meaning of a sentence

emphasis

How are most sensitive topics such as employee discipline or work with an employee to improve his or her performance often carried out

face to face

What is one of the most common and important forms of communication for managers

face to face

What may intentionally or unwillingly communicate emotions

facial expressions

T/F memos contain a lot of detail

false

What are gestures

hand signals and arm or face movements are used to send a message but they can be culturally misunderstood

What does higher tone of voice indicate

increased emotion and intensity

How do you properly place a call

introduce yourself, state why you are calling, and check if the person has time to speck before continuing

What does lower tone of voice indicate

lack of interest

What is a critical skill set for occupation therapy managers

managing group process especially decision making

What is lower pitch associated with

maturity and creditability

The manager must select that appropriate communication of ______,______and______

medium setting time

What are downward glances associated with

modesty

What are the three level of communication

o Action or the reason people communicate o The in information that is exchanged when people communicate o The relationship between the person involved in the communication

What are 7 strategies for effective communication

o Ask open ended questions to elicit informative answers and to avoid giving the impression that you have already made decision o Ask focused question that are not too broad to help guide listeners toward the type of information that will help them best make their point or advocate for their position while limiting extraneous information given in response o Ask for additional details, examples and the speakers thoughts and impressions to show genuine interest to indicate that you are open to the speakers message o Paraphrase or restate what you heard, remembering that the real purpose of paraphrasing is to clarify what the other person actually meant, but to show what it meant to you o Check your perceptions of the other persons feelings by describing them, being careful to avoid any expression of approval or disapproval. Objectively stat what you believe the other person seems to be feeling o Describe the behavior without making accusations or generalizations about motives attitudes or personality traits o Clarify agreement and summarize discussions by reviewing what has been decided or agreed on and any course of action that will be taken

What are the common elements of business plan

o Executive summary: concise summary of all parts of the plan o Organization descriptions: description of the organization mission, history, stratagies, and plans for the future o Management and organization: list of key members of the management team and their titles o Market and competitor: a description of the market for the project or business o Product or service: a summary of critical elements of the product to be delivered o Marketing and sales plans: a description of the market research on the product o Financial information: financial forecast

What are the potential causes that contribute to miscommunication

o Inaccurate inferences by the receiver o Word meaning confusion o Differing perceptions o Conflicting nonverbal messages o Cultural and gender differences

Strategies for running effective meeting can improve small group communication by providing structure for both the group leader and group member. Stragties include the following

o Starting and ending meeting on time o Having a written agenda with time frames for each topic o Providing the agenda to group members ahead of time o Some manages track down suggestions and concerns that are not on topic for discussion at another time

According to perkins one uses nonverbal language to fulfill 7 functions

o Substitute for words o To control the impressions of others o To complement ones spoken words o To contradict ones spoken words o To confirm the messages of others o To distinguish relationships between oneself and others o To maintain congruent understanding of messages in shared context

What are 2 strategies for learning more about how one comes across nonverbally

o To be videotaped o To be observed by supportive peer or subordinates who then share their feedback

What are the common elements of nonverbal communication (9)

o Volume o Pitch and inflection o Tone of voice o Emphasis o Silence o Facial expression o Eye contact o Gestures o Body posture

What are the three parts of an effective telephone call

open middle end

What is nonverbal communication refereed to as

paralanguage

What is the study of nonverbal communication refereed to as and what does it include

paralinguistic kinesics

How do you answer a call (open)

professional call answer with a salutation and state your name such as hello this is Jasmine

What are the different meanings silence indicated

respect or disapproval depending on the context

________ eye contact may convey candor and openness

sustained eye contact

T/F text messages should be used very little in business environment

t

What is one key to effective communication

to make wise choices about when and how to communicate

What should The greeting on answering machine should include the following

• Name • Credintals • Organization or department name • A request leave a brief message • Telephone number so you can get back to the caller